All Paws Inn Pet Resort & Daycare

Initial Business Response /* (1000, 7, 2015/07/19) */
The complainant alleges that she was lied to and spoken to very poorly and therefore wants her money refundedThe complaint derives from her cat being housed in what is called a "cat condo" for approximately - minutes prior to her
arrival on the day that she picked the cat up from its stay with usThe cat condo by the way is designed by the company that makes them with cats in mind and is a very humane and large horizontal and vertical space for cats with front windows and litter box space in the bottomThese are routinely used at high-end boarding facilities because 1.) cats prefer vertical space over horizontal space, and 2.) this provides more square footage than can usually be provided by a room of the 5' x 5' sizeWhen the complainant dropped off her cat for its stay she refused the cat condo and said she wanted her cat in a roomShe made this request of one of our assistant day managersCat was booked for 5' x 5' room and it was in that room that he stayed until the morning that she arrived to pick him upOur manager had booked the arrival of a multiple pet family to stay in that same room for the next week with one night of overlap with the complainants catHe was unaware that her cat was not to be moved to the cat condoHe had moved her cat approximately to minutes prior to her having arrived to pick up her catWhen she arrived he was busy with another customer as she admits in her complaintShe interrupted and demanded to know why her cat was in the cat condoHe told her that he had just moved it there and that he would be with her in a momentShe continued to demand his attention while he was helping another customer, which tried his patience a bit.Only after she accused him of lying did he offer to swear on a stack of bibles that he had just put her cat in the cat condo within the past minutesAs the assistant manager came to help with the complainant, she continued to accuse our management of having lied to her about where the cat had been housed during his stay with usWe have video available of the stay and could have shown her then and there, but she said nothing to us about a refund or compensation at that time
She states that this is no way to run a business or treat an animalI can say without hesitation that her cat was treated with the utmost care that every animal deserves and recives at All Paws Inn Pet Resort and DaycareAlthough she is unaware, her cat would have had more square footage in the cat condo than in the room she preferred for him; the room is where he stayed during his entire stay with us except for the last half hour befoe she arrivedShe did arrive a day early, and yes, he may well have stayed in the condo one night if our assistant manager did not notice that he had been moved there, but it certainly would have done no harm to the catWe do try to accomodate all of our customers'requests and in this case, there was a miscommunication between our assistant manager and our manager that caused her cat to be in the cat condo for - minutesI don't believe this qualifies as something that should cause us to refund her money since her cat got the room it was supposed to have gotten for the entirety of it's visitHowever, we would be willing to offer her a free night on her next visit so we can show her that we can do a better job